Terms and ConditionsThe contract for the provision of transfer services
WideRoute.com (UAB”AZ EuropeGroup”,Perkunkiemio str.13-91,LT-12114,Vilnius,LT) acts as an agent for transport and taxi companies and carries out transfer services for Customers. WideRoute.com provides searching and booking of transfers on its website. The contract for the provision of transfer services is concluded between the Customer and the Agent.
1.1 A transfer is transportation of one or more passengers from one location to another.
1.2 The transfer is carried out with a vehicle which fits a particular number of passengers and pieces of luggage.
1.3 In order to use the transfer service, Customer needs to specify the pick-up and drop-off locations (e.g., airport, seaport, railway station, bus station or any other specific address within the city limits).
1.4 The driver waits for the Customer in the pick-up location holding a sign with the Customer's last name on it.
1.5 A confirmation voucher, which Customer receives after booking, must be shown to the driver.
2.1 To make a booking, Customer must fill in all the required fields on online booking form. Customer must enter his/her information using Latin characters.
2.2 Customer must type in or choose a city or an airport as his/her pick-up and drop-off locations.
2.3 It is necessary to choose a desirable type of vehicle. Customer shall be aware that all children (regardless of their age) are counted as passengers and must have an individual seat.
2.4 It is required to enter the travel details: address, flight number (or bus, train, ship information) as well as the contact information. Customer must be responsible for entering correct mobile phone number and must be in touch at the time of arrival.
2.5 In order to confirm the booking, WideRoute sends a voucher to the Customer’s e-mail address. The Voucher shall be printed and carried by Customer.
2.6 The Customer is responsible for accuracy of all of the travel details. Customer must check and ensure that all information he/she provides is correct and complete. In case of transfer failure due to incorrect data in the voucher (e.g., contact information, pickup time and place), no funds will be refunded to the Customer. Customer shall also ensure that the local time in the country of transfer is entered.
2.7 If our system fails to find your route in our database, it will prompt Customer to complete the inquiry form to request a cost calculation. Customer’s request will be processed shortly and the results will be sent to Customer via e-mail.
3. Changes and Cancellation Policy
3.1 All orders must be cancelled no later than 24 hours before the time of the beginning of transfer. To cancel an booking, the Customer should send an email to email@example.com with booking details (booking number and the reason for cancellation) or follow the cancellation link in the booking confirmation e-mail.
3.2 Any changes (such as transfer date and time, destination, etc.) must be made no later than 24 hours before the transfer starts.
3.3 Changes in the type of vehicle and route can affect the cost of transfer service.
3.4 The Customer must inform the customer support about the changes 24 hours prior to the transfer via e-mail by sending a message to firstname.lastname@example.org. Changes come into force right after they have been confirmed by a customer support representative.
3.5. In case of urgent changes (less than 24 hours before the transfer starts), the Customer must inform the driver. His/her contact information will be sent to the Customer in advance (usually 2-3 days prior to departure) via e-mail. It is Customer’s responsibility to contact the driver and inform him/her about the changes (changes in time or place, delayed flight, custom delay, etc.)
3.6. Transfer cancellation initiated by the Agent is allowed in case the Customer doesn't confirm the Transfer 24 hours before its start by making a payment. In this case of such cancellation, the Agent doesn't cover the Customer's expenses.
4. Meeting the Driver
4.1 The driver must meet the Customer in the pick-up location at the time specified in the voucher. The driver will be holding a board with Customer’s name on it.
4.2 The driver will be waiting for Customer for 1 hour. If within this time the Customer and the driver fail to meet, the order shall be considered canceled.
4.3 The driver may want to contact the Customer by mobile phone prior to departure to arrange the meeting.
4.4 If for some reason the driver cannot pick-up the Customer in time, he/she must inform the Customer in advance.
4.5 The Customer must be waiting for the driver at the meeting point at the time specified in the voucher.
4.6 The driver’s contact information will be sent shortly before the transfer date by email. The Customer is obliged to inform the driver about urgent changes (pick-up/drop-off time and location, flight delays, etc.)
4.7 If the driver fails to show up in pick-up location at the time specified in the voucher within 15-20 minutes and does not answer the phone, the transfer shall be considered canceled. In order to receive a refund, the Customer must prove that he/she was, in fact, waiting for his driver at the time and place specified in the voucher. A picture of time board showing the current time and date will serve as an acceptable proof. The Customer must send an email with all the details to email@example.com
5.1 The number of allowed luggage pieces corresponds to the capacity of chosen vehicle. If there is an excessive luggage, it is the Customer's duty to inform WideRoute customer support about it.
5.2 If Customer has extra-size items, it is his/her duty to inform WideRoute customer support in advance by e-mail firstname.lastname@example.org.
6. Prices and Payment options
6.1 The price of transfer displayed on our website depends on chosen type of vehicle and distance between departure and destination points. The price does not depend on the address within the city limits.
6.2 The payment is divided into two parts: a small pre-payment is taken for booking a transfer. The balance amount is to be paid to the driver in cash upon arrival. The cost of transfer may vary depending on chosen route, type of transfer, and number of child seats.
6.3 All payments must be made either in the currency stated in the voucher or in the local currency of the country of transfer at the official rate.
6.4. The cancellation of the Transfer at the initiative of the Customer is allowed by sending the Customer a notice of the refusal to perform the booking request, including that confirmed by the Agent.
6.5. In case of cancellation of the Transfer by the Customer no later than 24 hours prior to the time of its start, the funds paid by the Customer as advance payment shall be returned by the Agent within 5 (Five) days from the date of termination of obligations under the Agreement. The further transfer of the funds to the account of the card holder depends on the policy and efficiency of the servicing bank.
6.6. In case of cancellation of the Transfer by the Customer within less than 24 hours prior to the time of its start, the funds paid by the Customer as an advance payment shall be refunded by the Agent minus the costs incurred by the Agent in connection with the performance of obligations under this Agreement. The amount of expenses incurred by the Agent in connection with the performance of obligations may be equal to 100% of the value of the Transfer.
6.7. In case of cancellation of the Transfer by the Customer in less than 24 hours (when ordering car classes: Business, Premium, Premium Minibus 6 pax, Minibus 10 pax, Minibus 13 pax, Minibus 16 pax, Minibus 19 pax, Shuttle), in case of choosing "Cash payment to the driver" option, 100% of the transfer fee is to be deducted from the Customer 's card.
6.8. In case of cancellation of the Transfer by the Customer in less than 5 hours (when ordering the classes of cars: Micro, Economy, Comfort, Minivan 4 pax, Minibus 7 pax), in case of choosing the "Payment by cash to the driver" option, 100% of the transfer fee is to be deducted from the Customer 's card.
6.8.1. In the event of the occurrence of the Force Majeure circumstances that prevent the use of the Transfer, the withdrawal of funds (when choosing the method of payment "Payment by cash to the driver" or another method of payment) is not made. The evidence of the occurrence of force majeure circumstances is the announcement in the media or other document confirming this fact. The presence of evidence is a mandatory requirement.
6.8.2. The circumstances of the Force Majeure include: natural phenomena (earthquakes, floods, tornadoes, landslides, volcanic eruptions, snow debris, and other natural disasters), the circumstances of public life (military actions, epidemics, large-scale strikes, revolutions, etc.), prohibitive measures of state bodies (prohibition of transportation, prohibition of trade due to the international sanctions, etc.).
7.1 Smoking and drinking is prohibited in the vehicle. In case of violation, the driver has the right to stop the car and ask Customer to leave.
7.2 The number of passengers cannot go beyond the seating capacity of the vehicle. Transportation of extra passengers is not allowed. In this case, the driver has the right to refuse service. If so, no deposit will be refunded.
8. Flight delay
8.1 Customer’s mobile phone (specified in the voucher) should be switched on upon arrival, as the driver may want to contact Customer.
8.2 In case of flight delay, the Customer must contact the driver and report the delay. Most of the drivers are aware of changes as they normally monitor delays. However, a flight delay can result in the cancellation of the transfer. In this case, the driver will call to inform the Customer.
9. Cancellations made by the Agent
9.1 A booking can be canceled by the Agent for any of the following reasons:
9.1.1 The number of passengers exceeds the vehicle seating capacity;
9.1.2 The Customer failed to provide correct travel details (flight, route, dates);
9.1.3 The Customer failed to provide correct contact information;
9.1.4 The Provider refuses to confirm the booking.
9.2 The Customer will be informed of cancellation in advance by e-mail.
9.3 Refunds can take up to 3-5 business days. It depends of the policy and efficiency of the servicing bank
10.1 Customer may be offered a vehicle of higher class than it has been stated in voucher at the same price.
Last updated: 08.02.2018
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